HR Digital Employee Experience Analyst

Job Description

The Digital Employee Experience  Analyst is part of the HR Digital Employee Experience & Engagement team and reports to the Director, Digital Employee Experience. This role creates, maintains, and optimizes employee-facing HR knowledge content while monitoring the performance of conversational AI and digital self-service tools that support the employee experience. The Analyst partners with HR Content Owners and cross-functional stakeholders to ensure content accuracy, governance, and findability, and uses employee feedback, search analytics, and AI performance data to identify opportunities for improvement, contributing to a consistent, high-quality, employee-centric digital experience. This position supports employees and stakeholders across Mexicali and the Americas by ensuring regional HR content, processes, language requirements, and digital experiences are accurately represented and optimized for local employee needs.

Essential Job Duties

Knowledge & Content Management

• Create, maintain, review, and optimize employee-facing HR knowledge content.

• Ensure content complies with established governance standards, taxonomy, metadata, and content guidelines.

• Conduct periodic audits to evaluate content quality, relevance, accuracy, and completeness.

• Support content lifecycle management activities, including creation, review, publishing, updates, and retirement.

• Coordinate content reviews and validation activities with designated HR Content Owners.

• Support content consolidation initiatives to establish and maintain a single source of truth for HR information.

• Structure and tag content to support accurate retrieval by AI agents and conversational tools, applying retrieval-ready formatting and metadata practices.

Conversational AI Operations & Optimization

• Monitor conversational AI and digital self-service performance to identify opportunities for improvement.

• Review employee feedback, search analytics, unresolved inquiries, escalation trends, and AI response effectiveness.

• Identify knowledge gaps and recommend improvements to enhance employee support experiences.

• Translate employee feedback and AI insights into content improvements and new knowledge opportunities.

• Support testing, validation, and continuous improvement of conversational AI capabilities and digital experiences.

• Assist in monitoring localization and language requirements to improve regional employee support experiences.

• Monitor emerging agentic AI capabilities, such as automated workflow completion and knowledge handoff, and assess opportunities to extend digital support beyond conversational Q&A.

• Review AI-generated responses for accuracy, bias, and hallucination risk, escalating governance concerns in partnership with IT and Legal as needed.

Employee Experience & Engagement

• Analyze employee feedback and user behavior to identify friction points and opportunities for service improvement.

• Partner with stakeholders to improve content findability, usability, and accessibility, applying recognized accessibility standards (e.g., WCAG) where applicable.

• Support employee experience research, pilots, and digital experience improvement initiatives.

• Advocate for employee-centric design principles across self-service, content, and AI experiences.

Analytics & Continuous Improvement

• Monitor and report on self-service adoption, content utilization, answer helpfulness, search effectiveness, content health, and AI performance metrics.

• Develop recommendations to improve employee satisfaction, content quality, and operational efficiency.

• Support governance reviews, quality assurance activities, reporting, and operational audits.

• Track experience-level indicators, such as how digital tools affect employee productivity and satisfaction, alongside traditional adoption and utilization metrics.

Regional Support Responsibilities

• Serve as the regional point of contact for digital experience, content, and AI-related operational activities across Mexico and Latin America.

• Ensure regional employee needs, language considerations, and local business requirements are reflected in HR content and digital experiences across Mexico and Latin America.

• Support stakeholder engagement activities and content validation efforts across the Mexicali site and broader Latin America region.

Qualifications

Required Skills and Experience 

• 5+ years of experience in Human Resources, Employee Services, Knowledge Management, Employee Experience, Digital Operations, HR Technology, or related fields.

• Experience with ServiceNow HRSD, ServiceNow Employee Center Pro (EC Pro), Moveworks, Workday, or similar employee experience platforms.

• Skilled in HTML and CSS.

• Experience creating, maintaining, or governing employee-facing content or knowledge resources.

• Strong written communication and content development skills.

• Demonstrated ability to analyze data and identify trends, risks, and opportunities.

• Strong organizational skills with the ability to manage multiple priorities simultaneously.

• Experience collaborating across cross-functional teams and stakeholder groups.

• Demonstrated problem-solving and continuous improvement mindset.

• Ability to work independently while balancing regional and global priorities.

• Experience working in a global or multinational environment.

• Experience supporting multilingual or localized content strategies.

• Comfort working with AI tools for content generation, analysis, and summarization (baseline AI literacy).

Required Education and Training 

• Bachelor's degree in Human Resources, Business Administration, Communications, Information Systems, Organizational Development, or a related field.

Preferred Skills and Experience 

• Experience with ServiceNow HRSD, ServiceNow Employee Center Pro (EC Pro), Moveworks, Workday, or similar employee experience platforms.

• Experience supporting knowledge management, content governance, or digital transformation initiatives.

• Experience with conversational AI, chatbot technologies, search optimization, or digital self-service programs.

• Familiarity with employee experience, UX principles, service delivery operations, or process improvement methodologies.

• Knowledge of HR service delivery models and employee lifecycle processes.

• Experience using analytics and reporting tools to drive operational decisions and continuous improvement.

Additional Information

Intuitive es un empleador que brinda igualdad de oportunidades de empleo. Proporcionamos igualdad de oportunidades de empleo a todos los solicitantes y empleados cualificados, y prohibimos cualquier tipo de discriminación y acoso, independientemente de su raza, sexo, condición de embarazo, orientación sexual, identidad de género, origen nacional, color, edad, religión, condición de veterano protegido o de discapacidad, información genética o cualquier otra condición protegida por las leyes federales, estatales o locales aplicables.

Aviso sobre los Controles de Exportación de EE. UU.: De acuerdo con las Regulaciones de Administración de Exportaciones de EE. UU. (15 CFR §743.13(b)), algunos puestos en Intuitive Surgical pueden estar sujetos a controles de exportación de EE. UU. para candidatos que sean nacionales de países actualmente bajo embargo o sanciones.

Cierta información que usted proporcione como parte de la solicitud será utilizada para determinar si Intuitive Surgical necesitará (i) obtener una licencia de exportación del gobierno de EE. UU. en su nombre (nota: el proceso de obtención de la licencia puede tardar entre 3 y más de 6 meses) o (ii) implementar un Plan de Control de Tecnología (“TCP”, por sus siglas en inglés) (nota: normalmente este paso agrega 2 semanas al proceso de contratación).
Para cualquier puesto en Intuitive sujeto a controles de exportación, las ofertas finales están condicionadas a la obtención de una licencia de exportación aprobada y/o a la ejecución de un TCP antes de la fecha de inicio del empleado potencial, la cual puede o no ser flexible, y dentro de un plazo que no obstaculice de manera irrazonable la necesidad de contratación. Si aplica, los candidatos serán notificados e instruidos sobre cualquier requisito relacionado con estos fines.

Este puesto puede cubrirse con un nivel de puesto diferente al indicado aquí, según las necesidades del negocio y/o la experiencia, los conocimientos y las habilidades del candidato o la candidata seleccionado. La compensación se basará principalmente en el nivel del puesto en el que se cubra el rol y en las cualificaciones del candidato o la candidata, de conformidad con la legislación aplicable.